My internship project is divided into three sections. There are Organization part, Project part and Analysis part in the project. In organization part, I tried to focus the different kinds of service of Mutual Trust Bank Ltd. And I tried to relate their services with the theories. For completing my analysis part, I have done questionnaire survey among the Customers of Mutual Trust Bank Ltd. I have collected data from them. I tried to keep all the data confidential that I collected from our respondents. Survey method was cost efficient and convenient. As I have collected information from going to individual or by mail, there is a less chance of getting wrong information. I have used SPSS 14.0 to analyze our data. In questionnaire I have 15 questions in total. I have used frequency distribution, histogram, pie chart, cross tab, and ANOVA and regression analysis. My research result for this project after all the analysis is that the Customers are satisfied with the services provided by Mutual Trust Bank Ltd.

History of the Banking Industry in Bangladesh

The banking system at independence consisted of two branch offices of the former State Bank of Pakistan and seventeen large commercial banks, two of which were controlled by Bangladeshi interests and three by foreigners other than West Pakistanis. There were fourteen smaller commercial banks. Virtually all banking services were concentrated in urban areas. The newly independent government immediately designated the Dhaka branch of the State Bank of Pakistan as the central bank and renamed it the Bangladesh Bank. The bank was responsible for regulating currency, controlling credit and monetary policy, and administering exchange control and the official foreign exchange reserves. The Bangladesh government initially nationalized the entire domestic banking system and proceeded to reorganize and rename the various banks. Foreign-owned banks were permitted to continue doing business in Bangladesh. The new banking system succeeded in establishing reasonably efficient procedures for managing credit and foreign exchange.

Banking Industry Milestones

Current Structure of Banking Industry

Banks in Bangladesh can be classified into the following categories:

Industry Condition in Bangladesh

Depending upon the relationship with and the degree of control of the Bangladesh Bank banks in Bangladesh are divided into scheduled and non-scheduled banks. Scheduled banks are enlisted by the Bangladesh Bank under the provisions of section 37 of the Bangladesh Bank Order 1972. They are promise bound to obey central bank instructions, rules and regulations especially, those relating to required capital and provisions, statutory liquidity reserves, audited returns etc. Through scheduling, banks gain special status and enjoy some special facilities from the central bank such as re-discounting, participation in the money market, membership of the clearing house and deposit insurance scheme. Non-scheduled banks do not enjoy such privilege. The list of non-scheduled banks in Bangladesh includes the Eden Bank, Saidpur Commercial Bank, Comilla Co-operative Bank, Dinajpur Industrial Bank, Rajshahi Bank, Shankar Bank, Faridpur Banking Corporation and Madaripur Commercial Bank.

After taking over the management of American Express Bank by Standard Chartered Bank in the year 2007, a total of 48 scheduled commercial banks including eight foreign banks have been operating business in Bangladesh through 6383 branches. Out of total business 56.5% handled by private commercial banks (PCBs) and rest 43.5% dealt by nationalized commercial banks (NCBs).

Deposit in banking system in 2007 stood at Tk 1426 billion, registering 15% growth. Total assets increased by 14%, of which 8.2% in NCBs and 21.2% in PCBs. Total loans and advances during the year was Tk 1047 billion against total assets of Tk 1725.5 billion. The cash balance in hand was Tk 15.5 billion including the deposit with Bangladesh Bank (BB) of Tk 86.3 billion. The total liability deposit of banking sector in 2005 was Tk 1725.5 billion including Tk 92.7 billion capitals and reserve. The total operations of every bank were assessed according to five fixed criteria. These criteria are

For the safety and protection of depositor’s benefit, capital adequacy must be maintained at 9%. It is also the coverage of financial debacles like loan loss, share market loss, foreign currency dealing loss, interest rate fluctuation loss and the protection for off balance sheet affairs hit. During the year 2007 the banking sector of Bangladesh has been able to keep an average 8.7% capital adequacy against the minimum requirement of 9%.

2. Asset Quality:

A total of 60.7% assets of banking sector were used as loans and advances. But the high rate of classification has enhanced vulnerability of assets. In 2007, the classified loan of NCBs was 14.6% against the asset, which was 5.6% for PCBs, 0.9% for foreign banks and 26.6% for specialized banks. A good number of banks have not been able to keep required provision against the classified loan risk from the profit during the year.

3. Management Efficiency:

Management is the key to the development and expansion of a bank. Management efficiency judged on the basis of the ratio of total expenditure to income, operational expenses and total expenses, per head employee income & expenditure and interest rate spread. The average expenditure-income ratio during the year 2007 was 102%, which is a painful scenario for our banking management.

4. Earning Capacity:

Strong earning and high profitability is the good sign of a bank’s present and future strength. Any loss can be compensated from the profit of a bank. Earnings calculated on the basis of return on asset (ROA), return on equity (ROE) and nil interest margin (NIM) ratios.

5. Liquidity:

The banks have to keep 16% SLR against their deposit with central bank, of which 4% average in the form of CRR. The central bank—Bangladesh Bank (BB) keeps CRR in current account and rest of SLR in cash and government securities. Islamic banks have to keep 10% SLR and specialized banks are given exemption of keeping the SLR but they have to keep 4% CRR.

Central bank, the regulatory authority of country’s banking sector has rated the positions of different banks based on the performances of December–2007. The serial has been prepared on the basis of credit and asset management performance as well as local banks first then foreign banks.

Bangladesh economy has been experiencing a rapid growth since the ‘90s. Industrial and agricultural development, international trade, inflow of expatriate Bangladeshi workers’ remittance, local and foreign investments in construction, communication, power, food processing and service enterprises ushered in an era of economic activities. Urbanization and lifestyle changes concurrent with the economic development created a demand for banking products and services to support the new initiatives as well as to make channel consumer investments in a profitable manner. A group of highly acclaimed businessmen of the country grouped together to respond to this need and established Mutual trust bank Limited in September 29, 1999.

The Company was incorporated on September 29, 1999 under the Companies Act 1994 as a public limited company by shares for carrying out all kinds of banking activities with Authorized Capital of Tk. 38,00,000,000 divided into 38,000,000 ordinary shares of Tk.100 each. The Company was also issued Certificate for Commencement of Business on the same day and was granted license on October 05, 1999 by Bangladesh Bank under the Banking Companies Act 1991 and started its banking operation on October 24, 1999.

Operations and Activities of MTBL

Company started its banking operation and entitled to carry out the following types of banking business:

The Company (Bank) operates through its Head Office at Dhaka and 36 branches and 5 SME Service Centers. The Company/Bank carries out international business through a Global Network of Foreign Correspondent Banks.

The Company (Bank) operates through its Head Office at Dhaka and 36 branches and 5 SMEServiceCenters. The Company/Bank carries out international business through a Global Network of Foreign Correspondent Banks.

In its effort to provide Excellence in banking services, the Bank has launched fully automated Phone Banking service, joined a countrywide shared ATM network and has introduced a co-branded credit card. A process is also underway to provide e-business facility to the bank’s clientele through Online and Home Banking solutions.

We aspire to be the most admired financial institution in the country, recognized as a dynamic, innovative and client focused company that offers an array of products and services in the search for excellence and to create an impressive economic value.

The Vision

To be the bank of 1st choice by creating exceptional value for our clients, investors and employees.

The Values

Customer Focus

Integrity

Teamwork

Respect for the individual

Quality

Responsible Citizenship

MTBL’s Objectives

q By using of latest version of technology to serve the customer as quickly and better way.

q By better relationship between the bank and the customer to take participation in the growing economic society.

q By using of better equity to certain the highest profit and provide it to the customer.

q To hold the bank’s performance and continue it.

q By effective banking we can make strong position in the competition banking market.

Brick by Brick is a unique monthly savings plan which builds up over the years and provides a lump sum amount at maturity. The savings periods are 5, 8 and 10 years. Monthly instalments are Tk. 500/=, 1,000/=, 2,000/=, 5,000/= and thereafter in multiples of Tk. 500. You will have to open an account in the bank from which a standing instruction will be given to transfer the monthly deposit in the scheme’s account and you must ensure that your account has sufficient balance within the 10th of each month.

This plan is so flexible that at maturity you can earn a handsome amount depending on the size of installment amount of savings and tenure.

Rules & Regulation

v You have to open an account in the bank from which a standing instruction will be given to transfer the monthly deposit in the scheme’s account and you must ensure that your account has sufficient balance within the 20th of each month.

v If the 20th of the month is a holiday, you should deposit that amount by the next working day. If you can not deposit the amount before the due time, the bank holds the penalty Tk. 25 per month.

v Unable to pay 3 consecutive installments will end up with a closing account.

v The maturity value is an indicative figure. Tax/Excise Duty will be deducted as per govt. rules. Depositor enjoys 90% Loan Advantage on his deposited amount but the minimum balance must be Tk. 25000/-.

Monthly schemes or deposits:

Monthly deposit

After 05 Years

After 08 Years

After 10 Years

500/-

41,500/-

81,500/-

1,17,500/-

1000/-

83,000/-

1,63,000/-

2,35,000/-

2000/-

1,66,000/-

3,26,000/-

4,70,000/-

5000/-

4,15,000/-

8,15,000/-

11,75,000/-

# MTBL Monthly Benefit Plan:

This plan offers you to generate monthly income out of your deposit. It has been designed to help and assist conscious savers from all strata of the society. The minimum deposit is Tk. 50,000/= or in multiples thereof. There is no upper limit and this plan is for a 3 (three) & 5 (five) years term that cannot be changed subsequently. You will require opening a savings/current account. Monthly income will be credited to your account.

Rules & Regulations

v Any Bangladeshi resident can open this account individually and jointly and the maturity term of the scheme is 3 and 5 years.

v If the depositor withdraws the money before maturity then the interest will be given according to the rate of savings account.

v If the scheme holder dies then the nominee will receive the money with the proper interest.

A few examples of deposit and income are given below:

Deposit Amount

Income Amount (for 3 year plan

Income Amount (for 5 year plan)

Tk. 50,000/=

Tk. 487.50/=

Tk. 500/=

Tk. 1,00,000/=

Tk. 975/=

Tk. 1000/=

# Save Everyday Plan:

The primary advantage of this plan is that you are absolutely free to choose your own time for depositing money into this account. You can deposit daily, weekly or monthly. The choice is yours, but the transactions will have to be within the Bank’s transaction hour.

This is a 5 year plan and you will be required to open the account with an initial deposit of Tk. 2500/= only. MTBL offers very attractive interest rate which is accrued in this account on a daily basis.

# MTBL Education Plan

This plan allows parents to save the money for 4/7/9/12 years which helps their children’s education. The parent can deposit any amount of money at any day of the month. The interest rate is very lucrative and the Bank offers substantially more than the prevailing savings rate.

Rules & Regulation

v Any Bangladeshi resident can open this account individually and jointly.

v The parents can open the account on behalf of the minor and in this case they have to maintain the appropriate rules.

v If the 20th of the month is a holiday, you should deposit that amount by the next working day.

v Unable to pay 3 consecutive installments will end up with a closing account.

v If the scheme holder dies then the nominee will receive the money with the proper interest.

Monthly schemes or deposits:

Monthly Deposit

After 04 years

After 07 years

After 09 years

After 12 years

1000/-

62,200/-

1,33,500/-

1,97,500/-

3,28,500/-

2000/-

1,24,400/-

2,67,000/-

3,95,000/-

6,57,000/-

3000/-

1,86,600/-

4,00,500/-

5,92,500/-

9,85,500/-

4000/-

2,48,800/-

5,34,000/-

7,90,000/-

13,14,000/-

#Consumer Credit Scheme:

In order to make a significant contribution in the living standards of the people of medium and low income category, MTBL has introduced a scheme called “Consumer Credit Scheme”. With a view to materialize the dreams of those who are unable to make one time investment from their own savings, one can now afford to buy necessary household equipments and thus improve the standard of living. All sorts of household durables e g. Television, Refrigerators, Computers, Air Conditioners, Video Cameras, Washing/ Drying Machines and Furniture’s are allowed under this scheme. One can buy Motorcycle too under this programme.

# MTBL Best Investment plan:

Best Investment Plan offers two separate and convenient term deposit periods for 4 years and 6 years respectively. Best Invest Plan is available in units worth Tk.50,000/- each. You will invest Tk.10,000/- as down payment for purchasing 1 (one) unit and the Bank will provide loan for Tk.40,000/-. The customer also has the option to buy units in multiples of Tk. 50,000/- but maximum up to Tk. 1,00,00,000/- (one crore).

This is a unique high return plan catering to all income groups.

MTBL Customized Banking Products in details:

01. MTBL Double Saver Plan

02. MTBL Triple Saver Plan

03. MTBL Millionaire Plan

04. MTBL Unique Savings Plan

MTBL’s Double Saver Plan

MTBL Double Saver Plan offers you a one time savings scheme, which will provide you double the amount of your deposit after seven (7) years. You will receive a handsome amount at maturity.

If you are an individual or if your institution is an NGO or an Educational institution or a Trust or Society or any other institution, you may invest your savings in this scheme with a minimum deposit of Tk. 10,000/- for seven (7) years with no limit for maximum amount. At maturity you will get double of your deposited amount along with a gift item.

If the depositor withdraws the deposited amount before one year and also before maturity then the depositor is not entitled to receive any interest other than the principle amount, where as the withdrawal time exceeds one year but before the maturity then the depositor receive the amount at 6.25% interest rate.

MTBL Triple Saver Plan

MTBL Triple Saver Plan offers you a one time savings scheme, which will provide you three times of your deposit after eleven (11) years. You will receive a big amount at maturity.

If you are an individual or if your institution is an NGO or an Educational institution or a Trust or Society or any other institution, you may invest your savings in this scheme with a minimum deposit of Tk. 10,000/- for eleven (11) years with no limit for maximum amount. At maturity you will get three times of your deposited amount along with a gift item.

If the depositor withdraws the deposited amount before one year and also before maturity then the depositor is not entitled to receive any interest other than the principle amount, where as the withdrawal time exceeds one year but before the maturity then the depositor receive the amount at 6.25% interest rate.

MTBL Millionaire Plan

A depositor will deposit a certain amount of money per month for a certain period of time and after getting the maturity the depositor is entitled to receive 1 million taka. For example,

Monthly deposit

Period or time

After maturity

9,865/-

6

10,00,000/-

6,560/-

8

10,00,000/-

4,380/-

10

10,00,000/-

3,180/-

12

10,00,000/-

2,050/-

15

10,00,000/-

1,045/-

20

10,00,000/-

MTBL Unique Savings Plan

Unique Savings Plan offers you to deposit any amount of your choice but not less than Tk. 500/- for 3/4/5 years. This is a high income plan with withdrawal facilities. The

Withdrawal facility will help you at the time of any emergency. You can withdraw 50% of the deposited balance for once a month .

After maturity period the Bank cut tax and excise duty as per government rules.

The depositor can found loan from 90% deposit amount but the minimum balance should have Tk. 25000/-

Savings account is a type of account, which offers the client a certain rate of interest. This rate of interest is subject to some constraints. These constraints are:

Account can be used for only transaction purposes and not for business purposes. Clients can draw a maximum number of two cheques per week; exceeding this number will forfeit the interest for the month. If withdrawing amount is more than one fourth of the total deposit then the client undergo a loss of profit for that specific month. Services that offered to this account are almost similar to that of current account. The savings accounts/deposits Interest Rate is 6.25% for general, 6.50% for wage earners

Nature of Savings Bank Deposit Account (SB)

» To maintain smooth and certain life in future savings account is very suitable for middle class group.

» Withdrawal rule is consisted of number of withdrawal per week/ month and percentage of balance.

»Account closing charge is Tk. 100/-

» No charge up to average balance of Tk.5000/-

»Mutual trust bank Ltd. Takes service charge Tk 200/- half yearly on each account incase of average balance more then Tk.5000/-.

#Short Term Deposit Account

The purpose of this account is clear from its very name. Short Term Deposit Account is a mixture of flexibility and a return on deposit like savings account. This type of account holder enjoys the privilege of both the current and savings account. The interest rate available to this type of account holder is lower than that of the savings account. The short term deposits Interest Rate is 7.0%

Nature/Attributes of Short Term Deposit Account (STD)

» It’s a certain period deposited system, which is not repayable before the maturity date of the fixed period. Mutual Trusty Bank offers higher rates of profit on such deposits.

» Usually customers are allowed to open this account for a certain period and the rate of profit in accordance’s with the terms of the deposits. The features of MTBL as follows

» By nature this deposit is not featured with issuance of cheque book.

Fixed deposit is one, which is repayable after the expiry of a predetermined period fixed `by him. Any one in any time open fixed deposit account to deposit any amount.

Its time period is 1,3,6,12,24 and above 24 month, this product is very much popular in banking arena for surplus spending unit. . Hence, it is a popularly known as ‘Time Deposit’ or ‘Time Liabilities”. This deposit is one way trafficking system i.e. deposit is received for once for specific period and refunded with up to date interest on maturity. These deposits are not repayable on demand but they are withdraw able subject to a period of notice

Premature encashment may resultant loss of interest If the depositor wanted to Brock up his or her deposit account before maturity date and before one year that moment he or she could not found any kind of interest, if its time period should have one year but before maturity date that moment depositor could found in interest rat like as savings account .e.g. 6.25%.

After maturity period the Bank cut tax and excise duty. The depositor can found loan from 90% deposit amount

Different types of loans provided by MTBL

These are loans which have a specific term for repayment as specified in the loan agreement. Example: Loan (General), Housing Loan, Car Loan, small Business Loan, Personal Loan, House Building Loan etc.

Loan (General)

In case of loan general, the banker advances a lump sum for a certain period at an agreed rate of interest. The entire amount is paid on an occasion either in cash or by credit in his/her current account which he/she can draw at any time. The interest is charged for the full amount sanctioned whether he/she withdraws the money from his/her account or not. The loan may be repaid in monthly installments or at the expiry of a certain period.

Housing Loan

A large amount of money needed to construct a house or purchase an apartment. It is not possible to of all people to construct a house by only own income sources. Especially this problem largely faces by middle level and fixed income people. To solve this problem, MTBL’s offer Housing Loan with easy repayment condition and less interest rate.

Detail information of Housing Loan:

Purpose of Loan:

a) To help service holders, self-employed persons, businessmen, professionals and also those who have the capability to repay loan for purchase of flats/house/construct buildings and thereby improve their quality of life.

b) To contribute to the reduction of acute housing problems of the country.

c) To help the prospective clients get housing loans on easy terms and without any hardies.

d) To strengthen MTBL.

e) To contribute towards improvement of socio economic condition of the society.

Housing Loan Product of Mutual Trust Bank Limited:

a) Flat purchase

b) Own Construction

c) House Extension

d) Readymade house purchase

Target Group:

People of all sections of the society who are desirous of purchasing flats/house/constructing buildings/flats on land owned through registered purchase/lease from the government/any other government approved authority and who have the capacity to repay the loans within the validity period of the loan out of the income generated by the flats/house and also their other sources of income, may be the ideal customers.

Designated Branches:

a) Gulsan Branch.

b) Dhanmondi Branch.

c) Mirpur Branch.

d) Uttara Branch.

Maximum size of loan:

Loan for amount exceeding Tk.5.00 lac to the maximum of Tk.50.00 lac may be considered under the Housing Loan Scheme.

Debt: Equity

a) For purchasing flats/houses:

i. For loan up to Tk.20.00 lac debt equity ratio will be 75:25. ii. For loan above Tk.20.00 lac debt equity ratio will be 70:30.

b) For construction on own land:

Minimum 10% cash involvement excluding value of land.

Repayment period:

The loan is to be repaid by monthly equal installments including interest within the period ranging from 5 years to 15 years (including grace period) on the size of loan, income generation from the flats/houses and other sources of income of the customers.

Grace period:

a) For purchase of flat(s) the client may enjoy maximum 6 months grace period from the date of availing of the loan depending on the merit of the case. Repayment will start from the 7th month of availing of the loan and entire loan will be adjusted the validity period.

b) For construction of building the client may enjoy maximum 12 months grace period from the date of availing of the loan within which construction is to be completed. Repayment will be adjusted within the validity period.

c) Documentation charge: @ 1% of loan amount to be realized on acceptance of loan.

d) Interest will be charged on monthly reducing balances after realization of monthly installments.

e) 5% rebate will be allowed on total amount of interest charged at the time of f8inal adjustment of an account wherein no break chain in repayment of installment will occur.

Security:

a) Registered mortgage of land and building/flat(s) with proportionate land.

b) Personal guarantee of person(s) acceptable to the bank (where

c) Applicable).

Necessary Document for Housing Loan:

The following papers are to be submitted while applying for loan:

For Employed-

i. Employment certificate/contract paper.

ii. Pay slip for last 3 months (showing all deduction). iii. Bio-Data (income-earner). iv. Bank statement for the last 12 months. v. If applicant has any other income, proof of that may be given (e.g. Rental agreement). vi. TIN Certificate. vii. Letter of Consent from the guarantor (if required).

For Self Employed-

i. Statement of business, detail such as product/clients etc.

ii. Income Tax assessment orders/returns for 3 years. iii. Audited Profit & loss Account and Balance Sheet for last 3 years. iv. Self-assessed Profit & loss Account for last 3 years (for Proprietorship Firm). v. Bank Statement of self and business for last 1 year. vi. Bio-Data. vii. If applicant has any other income, proof of that may be given (e.g. Rental agreement). viii. TIN Certificate. ix. Letter of Consent from the guarantor (if required).

f) The borrower will not sell, gift or transfer the possession/ownership of the flat(s)/house(s) before full adjustment of the loan or without prior permission from the bank.

g) The borrowers will give a declaration that he/she/they have/has not availed and will not avail of any credit facility from any bank/financial institution against mortgage or otherwise of the property related to the loan.

h) Repayment of loan shall be made on equated monthly installment (EMI) basis.

i) The loan will be governed according to the rules and procedures of MTBL.

Procedures of sanction of loan: On receipt of application along with all required papers/documents, the branch Manager will verify the genuineness of the information of the application by deputing an inspecting official of the bank. He will also ensure genuineness of the same by applying his best prudence. If all the papers are found all right and genuine and he is fully satisfied about the genuineness of the applicant, the application will be processed. Complete proposal will be prepared in duplicate, all necessary papers/documents including up to date satisfactory CIB report must be collected before disbursement of loan. If the application merits consideration, original proposal will be sent by the designated branch with recommendation of the Branch Manager to Housing Loan Unit Head office for sanction.

Disbursement of Loan:

a) On receipt of sanction letter, branch will complete full documentation as per the terms and conditions of the sanction letter and on the basis of other usual terms and conditions under the supervision of bank’s legal adviser. On completion of documentation a certificate of completion of documentation shall be sent by the branch to the Housing Loan Unit Head Office. Before completion of full documentation branch must not disburse the loan.

Usual Charge documents:

D.P. Note along with Revival letter.

Letter of Continuity.

Letter of arrangement

Letter of disbursement

Letter of guarantee as applicable

Letter of Undertaking.

Any other charge documents as per sanction advice.

Usual mortgage documents:

Memorandum of deposit of Title Deed.

Deed of Mortgage (where applicable).

Irrevocable General Power of Attorney (to be notarized).

Other formalities:

All documentation formalities must be completed in consultation with the legal department of Head Office.

Letter of authority to debit the account with incidental and other charges.

Copy of up to date rent receipt, municipal holding tax receipt, parcha, khatians, mutation, title deed, baya deed, NEC and all other necessary papers/documents must be obtained before sending the proposal.

Original Title deed and relevant documents/papers to be obtained before disbursement of loan.

b) On Completion of full documentation, branch shall ensure utilization of the clients’ equity portion. For purchasing flat(s)/house(s) sold and against registration of the flat(s) in the name of the client SRO token of the registration shall be delivered to the bank officials who will remain present at the time of registration. Before issuance of pay order the borrower shall create mortgage of the property against which the loan has been sanctioned. For disbursement of loan for construction of house, subject to completion of full documentation including mortgage, disbursement of loan shall be made in phases. Client’s equity in every stage of construction based on approved estimated cost shall be ensured by the branch, where after loan portion to be disbursed. In the above manner loan will be disbursed in 4 equal installments for completion of construction on obtainment of field report including photographs.

c) The loan will be disbursed in the form of “Term Loan” separate ledger shall be used for this purpose.

Loan administration and follow up:

The loan will be administered by the in-charge of Housing Loan Unit to be setup in the Head Office. For an effective administration and follow up, two officers shall be given exclusive responsibility. The branch will have proper end use supervision of the loan and regular repayment. If any loan installment is defaulted, the branch manager must immediately contact the borrower personally or by letter/over phone for regularization of the loan. If the borrower fails to pay any two installments, the matter shall immediately be brought to the notice of the guarantor (if any) by letter/personal contact/over phone for realization of all arrear installments. In the event of the failure of the borrower to pay three installment consecutively. The matter must be brought to the notice of the in-charge of Housing Loan Unit, Head Office.

Car Loan:

For car loan borrower has to apply for the loan in prescribed bank application form. In the application form borrower must mention which vehicle he wants to buy and what’s the quantity. Borrower also has to provide detail price list of the vehicle, insurance paper for each vehicle, possible repayment planning of the loan; list of collateral, list of hypothecation of securities and other necessary papers depends on clients and number of vehicles. After getting all necessary papers and field inspection branch makes a proposal for the loan and sends it to the head office. Head Officers then again checks the necessary papers and do the field inspection. After inspection if Head Office thinks that for sanction of the loan they need more papers and securities, borrower has to provide those papers. Branches usually do not have any authority to sanction any amount of loan amount branch only disburse the amount and do the regular monitoring whether the vehicle is purchased, is they quotation match with the real one, vehicle is in the route and more importantly borrower is repaying the installment regularly.

Detail Information of Car Loan:

Name and address of the borrower & company

Nature of limit- Loan (Transport)

Purpose of the Loan- To procure vehicle for industrial or local transport.

Amount of the limit- the loan amount

Margin- 50% cash against each vehicle

Debt-Equity ratio- 50:50 (Bank cash 50% and Party cash 50%)

Validity- No of months (Calculated by the bank how many months it will take to repay the loan against each vehicle) from the date of disbursement against each vehicle.

Rate of interest- 16% p.a. at quarterly rest, subject to change according to market situation.

Mode of disbursement- The loan to be preferably disbursed after getting of vehicle. If advance payment is considered as sine-qua-non the payment to be made direct to respective seller through payment order after realizing party’s full equity with instruction to deliver the vehicle to the bank’s representative. All other costs insurance premium, route permit etc. to be borne by the borrower. Sale receipt to be issued in the name of bank account party.

Mode of repayment- From daily bus fare proceeds & minimum of certain amount of money against each vehicle & balance if any lump sump amount within validity. Repayment starts from the second months from the date of disbursement of loan against each vehicle.

Security-

Usually bank prefers pledge of FDR (or any other financial obligation that the party has in the bank) against each vehicle (Minimum Tk.1.00 lac) and also additional FDR for certain amount of money.

Hypothecation of vehicles duly registered in the name of the bank (1st party) and the borrower under supervision of bank official duly complying all the formalities of registration with motor vehicle department with comprehensive insurance cover in the name of bank and borrower at borrower’s cost.

If the client default payment of two consecutive installments, the loan will be recalled with up to date interest immediately duly notifying.

The bank official will inspect the vehicle at every month interval to see that the vehicles are on route.

Excess over limit is strictly prohibited even after accrual of quarterly interest.

Balance confirmation must be obtained regularly on the 30th June and 30th December of each calendar year.

Before disbursement borrower has to sign in the sanction letter of the Head Office to declare that he is accepting the term and condition.

Bank has right to cancel, alter, amend the terms and condition.

The borrower must avail the loan two months from the date of communication for sanction; otherwise the loan will be cancelled.

Necessary Documents for Car Loan:

CIB (Customer Information Beauro) response form.

Party’s application

CIB inquiry form 1, 2 and 3.

D.P. Note

Letter of arrangement

Letter of disbursement

Letter of authority

Letter of hypothecation

Letter of lien

Small Business Loan Scheme:

Small businessman take place large portion in our country. More of them are honest, energetic and hardy. In the absence of sufficient capital more of them cannot manage their business properly. They have not sufficient asset to make a security against loan, as a result they are failure to take a loan from bank or other financial assistance institution. If a loan give to them with easy terms and condition then this energetic small businessman not only manage and increase their business properly but also they take important role in development of our country. To meet up this purpose, MTBL start Small Business Loan scheme.

Detail Information about Small business Loan scheme:

Small Business Loan Scheme are available for the following person:

Applicant must have the small business experience for at least 5 years with small capital.

Applicant takes loan from a branch of MTBL only, if the applicant is the current account holder of this branch of MTBL.

The applicant business must be profitable.

Amount of loan: Under this scheme any person or any institution takes loan for maximum Tk.5.00 lac for proper management or for expansion of business.

Interest and Other Charge:

-Interest: 16% annually.

-Application Fee: Tk.500.

Mode of Repayment:

The loan amount with interest must be repaid within 3 to 5 years by equal monthly installment.

Repayment period of loan are started at second month of loan taken.

By monthly equal installment repayment of the installment will start from the 2nd month of availing of the loan. Monthly installment has to be deposited by 10th of each following month. If any three installments are not paid, penal interest at the rate of 1% per month will be charge on defaulted amount of loan.

Security:

Hypothecation of Stock of the shop.

Simple deposit of original title deed of the ownership of the shop or possession deed/agreement or lease deed of agreement with personal guarantee of the landlord in case of rented premises.

Equal number of post dated cheque in which each covering all installments in advance.

Undertaking from the borrower to pay monthly installment regularly in time in bank’s prescribed form.

Letter of authority to debit the account’s of the borrower with incidental and other bank charges to be obtained from the borrower.

Failure of the borrower to deposit monthly installment within 10th day of the following month will be treated as default.

During the period of loan entire dues with full interest shall have to be paid by the borrower.

Monthly stock report duly filled in by the borrower and signed by an officer of the branch after physical verification to be obtained.

The borrower will neither sell nor transfer the ownership of the business/shop until bank’s dues are fully paid and without prior written permission from the bank.

The borrower will allow the bank official to inspect the shop/business at any time.

The borrower will inform the bank immediately of any change in his/her/their address (including business address) or of the guarantor or his/her/their profession.

The bank reserve the right to recall the loan wholly or partially or cancel at any time without assigning any reason whatsoever.

All the terms and conditions of the advance should be informed to the party and acceptance in writing to abide by the terms and conditions to be obtained from the borrower.

Declaration: Following declaration must be made by the applicant of the loan-

i. The information made in the application form of loan is true.

ii. I have not taken any loan for such purpose from any other bank or financial institution. iii. I have gone through the “Small Business Loan” Scheme regulation of MTBL and agree to abide by the rules. iv. I shall spend the loan amount for the purpose for which loan has been applied. v. I shall pay the monthly installment fixed by the bank within 10th of each following month. vi. I shall inform the bank immediately if my guarantor or I change address or profession.

Necessary Charge/Other documents For SBLS:

v D.P. Note

v Letter of arrangement

v Letter of disbursement

v Letter of hypothecation

v Valid Trade License

v Guarantee Bond on Tk.150/- Non-Judici8al stamp as per bank’s prescribed format from two guarantors acceptable to the bank.

v Applicant declaration on Non-Judicial stamp paper of adequate value to the effect that as long as applicant will have liability with the bank and they will not sell the ownership/possession of the shop to any body. In the event of their failure to pay bank’s liability they shall hand over the physical possession of the shop to the bank, which the bank will be able to dispose off in suitable manner. Such declaration must be accepted and authenticated by the owner of the shop (original lessor) by separate letter addressed to the Manager of the branch.

Personal Loan scheme

Fixed income employee’s of various firm or company need urgently financial assistance for the following purpose-

Marriage purpose

Education purpose

Advance Against Salary

Education Loan

Travel Loan

Especially meet up this financing by own income source is very difficult for middle class people. To solving these problems MTBL introduce Personal Loan Scheme for Salaried person.

Mode of Repayment: By monthly equal installment repayment of the installment will start from the 4th month of availing of the loan. Monthly installment has to be deposited by 10th of each following month. If any three installments are not paid, penal interest will be charged.

Mode of Disbursement:

The loan amount will be credited to the borrower’s SB A/C number which is maintained with the branch by debiting his loan account.

Before disbursement the party shall have to pay an amount as service charge and as risk fund which are not refundable.

Security:

Equal number of post dated cheque in which each covering all installments in advance.

Letter of undertaking of the borrower in the bank prescribed form to pay monthly installment regularly in time.

Letter of authority to mark lien on the provident fund and gratuity of the borrower.

Letter of confirmation from disbursing authority.

Service Charge @ 1% of the amount of loan sanctioned to be recovered only at the time of disbursement.

The borrower will inform the bank if he/she or his/her guarantor changes address or profession.

The loan will be conducted in strict adherence to the norms circulars/instruction by Head Office.

All the terms and conditions shall have to be informed to the borrower in writing and his/her acceptance to abide by the terms and conditions to be obtained.

Employer’s certificate: If loan taken by any service holder then the employers certificate are needed. In employer’s certificate form employer certify employee present position and net monthly salary after all deduction in the organization. Employers also certify that the information furnished by the applicant is correct and the loan application may be considered favorably.

Declaration: Following declaration must be made by the applicant of the loan-

vii. The information made in the application form of loan is true.

viii. I have not taken any loan for such purpose from any other bank or financial institution. ix. I have gone through the “Small Business Loan” Scheme regulation of NCCBL and agree to abide by the rules. x. I shall spend the loan amount for the purpose for which loan has been applied. xi. I shall pay the monthly installment fixed by the bank within 10th of each following month. xii. I shall inform the bank immediately if my guarantor or I change address or profession.

Necessary Charge/Other documents for Personal Loan Scheme:

D.P. Note

Letter of arrangement

Letter of disbursement

Letter of guarantee

Letter of authority to debit the account’s of the borrower with incidental and other charges.

House Repairing/Renovation Loan Scheme

The ownership of a house/building/flat comes from purchasing or by heir. A huge amount of fund is needed at one time for repairing them to make suitable for live or for modernization or renovation. The owner’s faces difficult financial problems to invest their fund in these sectors. MTBL is trying to solve these difficult problems by introducing “House Repairing/Renovation Loan Scheme”.

Detail information of House Repairing/Renovation Loan Scheme:

House Repairing/Renovation Loan Scheme are available for the following person:

a) The original owners of a house whose age’s between 30 to 50 years.

b) Who are capable to repayment of loan?

c) The house for which repairing or renovation loan sought are not older than 20 years.

d) Any employee whose salaries are pay from their employer.

e) Who has an account number in the loan providing branch?

Amount of loan: By matching monthly income a person get maximum Tk.5.00 lac from these loans.

Interest and Other charges:

Interest: 16% annually.

Processing Fee: Processing fee @ 1% of the amount of loan sanctioned to be recovered only at the time of disbursement of the loan.

Mode of Disbursement: The loan amount will be disbursed in 4 equal installments. Second installment will be released after being fully satisfied that the first installment has been properly utilized and so on.

Mode of Repayment: By monthly equal installment repayment of the installment will start from the 4th month of availing of the loan. Monthly installment has to be deposited by 10th of each following month. If any three installments are not paid, penal interest will be charged.

Guarantor: If the applicant is married man then his wife is guarantor for loan. On the other hand, if the applicant is married women then her husband is the guarantor for loan. In case of unmarried person, it is necessary to take guarantee from two people whose financial capabilities are good.

Security:

Equitable mortgage by way of simple deposit of original title deed with chain of documents of the property owned by the applicant which value assessed by the Manager of the branch.

Letter of undertaking of the borrower in the bank prescribed form to pay monthly installment regularly in time.

Equal number of post dated cheque in which each covering all installments in advance.

Employer’s certificate: If loan taken by any service holder then the employers certificate are needed. In employer’s certificate form employer certify employee present position and net monthly salary after all deduction in the organization. Employers also certify that the information furnished by the applicant is correct and the loan application may be considered favorably.

Processing fee @ 1% of the amount of loan sanctioned to be recovered only at the time of disbursement of the loan.

Up to date rent receipt, Municipal tax receipt, Parch a, Mutation, approved plan with letter approved the plan with letter approving the plan of the concerned authority, if applicable to obtained.

Memorandum of deposit of title deed along with original title deed and chain of documents relating to above mentioned property to be obtained.

Up to date non-encumbrance certificate to be obtained.

A certificate from Bank does panel/approved lawyer to the effect that the title of property is in order in all respect to be obtained.

Land clearance certificate from competent authority to the effect that the landed property is free from govt. acquisition to be obtained.

The repairing/renovation work must be done within the premise as per estimate submitted by the party with the application.

An undertaking to be obtained from the borrower to the effect that:

He/she will repay the bank’s loan even if there is any loss of property due to natural calamity since there is any loss of property due to natural calamity since there is no provision for insurance cover.

He/she will allow the bank official to inspect the site at any time.

He/she will pay the monthly installments within 10th day of every following month.

He/she will pay the bank’s dues including interest in full even if the house or building is not completed within the sanctioned loan amount due to increase of price of materials or any other reason whatsoever.

He/she will neither gift, sell nor transfer the ownership of the building until bank’s dues are fully paid and without prior permission from the bank.

He/she will inform the bank immediately if the guarantor changes address or profession.

He/she will utilize the loan amount for repairing/renovation work within the premises as per estimate submitted by the applicant.

The borrower will give a declaration that He/she has not availed and shall not avail of any credit facility from any bank/financial institution against mortgage or other wise encumbrance of the land and the building.

The loan will be conducted in strict adherence to the norms circulated by the related circulars instruction of Head Office.

All the terms and conditions shall be informed to the borrower in writing and his/her acceptance to abide by the terms and conditions to be obtained.

Declaration:

Following declaration must be made by the applicant of the loan:

a) The information made in the application form of loan is true.

b) I have not taken any loan for house repairing/renovation from any other bank or financial institution.

c) I have gone through the “House Repairing/Renovation Loan Scheme” regulation of NCCBL and agree to abide by the rules.

d) I shall spend the loan amount for Repairing/Renovation of his own house and shall not sell, gift or in any way transfer the ownership to anybody until the loan is fully repaid or without prior permission from the bank.

e) I shall maintain the building property.

f) I shall allow the bank officials to inspect the house any time.

g) I shall inform the bank immediately in case of any change in my address (including business address) or of the guarantor or profession.

ü Letter of authority to debit the account’s of the borrower with incidental and other charges.

The Business view of MTBL

Side by side of serving the customer we can also put our activities to improve the society and to take a part of activities to improve the economic sector.

Mutual Trust Bank is the first generation private bank in Bangladesh. At first when Mutual Trust bank started its operation, then it had capital of 10 crore taka. But now Mutual Trust Bank’s capital is 245 crore taka.

Now Mutual Trust bank is running its business over the all Bangladesh by 41 branches.

Mutual Trust Bank has SWIFT service which is a latest technology.

MTBL’s Management

Types of the ownership

It is a private bank. It hasn’t any partnership. The Chairperson is the main owner of this bank. But it has public shareholders. There are 10240 public shareholders in this bank. So, now it is public limited company.

Swift, it is a society in the international banking. There are large number of banks are member of this society. It’s headquarter is in Norway. Mutual Trust Bank is one of the members in this society. So, in this society they have one secret code and identity number in every bank, who are the members of this society. Every banks head office is controlling it.

Bank Identification Code (BIC) for the MTBL Branches are:

Branches

BIC

Principal Branch

MTBL BDDH PBR

Panthapath Branch

MTBL BDDH PPB

Agrabad Branch

MTBL BDDH AGB

Babu Bazar Branch

MTBL BDDH BBB

Progati Sarani branch

MTBL BDDH PSB

Dilkusha Branch

MTBL BDDH DIL

Khatunganj Branch

MTBL BDDH KTG

UttaraModelTown Branch

MTBL BDDH UTR

Dhanmondi Branch

MTBL BDDH DHA

General Banking System of MTBL:

Account opening:

As an intern at first I was taught how to deal with clients who are interested to open an account. To open an account at first properly a form provided by the bank has to be fulfilled. There are two types of account form categorized as savings account and current account. To open an account client must have an introducer. In this bank introducer means a person or organization who is currently maintaining an account with this bank. The transaction of the account must at least three month. For personal account valid personal identification document is required. For organization relevant document is required. Like –for business organization trade license is required. To open a savings account a person/persons must be adult and mentally sound. For Organizations and institutions one or more authorized person from that organization will handle the account. Person(s) will be selected by that respective organization/institution. My job was to monitor the fulfillment of those conditions. After fulfill the required procedure if at least two authorized officer satisfied and signed then an account is opened. An account number is given.

Cheque book issue:

Issuing cheques book was another work I was assigned for while working for GB department. When a client present a request letter which the client gets with the address confirming letter, a cheque book is issued. Then I sent the cheque book for authorization in system. When the cheque book is finished, the client is required to submit a requisition form which has been kept in record for future reference.

Account close:

For two reasons, one can be closed. One is by banker and other is by the customer.

By banker: If any customer doesn’t maintain any transaction within six years and the A/C balance becomes lower than the minimum balance, banker has the right to close an A/C.

By customer: If the customer wants to close his A/C, he writes an application to the manager urging him to close his A/C.

Closing process for fixed deposit A/C:

Fixed deposit A/C is closed after the termination of the period. Brick by Brick A/C is very easily closing if one of the clients didn’t pay his/her monthly installment at the bank three months one after one, in this way three months. Another account’s will be closed on the parties advice, if they want to close any one of the account clients must have to submit an A/C closing letter through des pass. Then the Sr. Principal Officer checks it out and closes the A/C.

Closing process for current & savings A/C:

After receiving customer’s application the officer verifies the balance of the A/C. He then calculates interest and other charges accumulated on the A/C. If it bears a credit balance, the officer writes advice voucher. He gives necessary accounting entries post to accounts section. The balance is returned to the customer. And lastly the A/C is closed. But in practice, normally the customers don’t close A/C willingly. At times, customers don’t maintain any transaction for long time. Is this situation at first, the A/C becomes dormant and ultimately it is closed by the bank.

» Account closing charge for STD/CD account TK. 500/-

» Account Closing Charge for Savings (SB) account-TK. 100/-

» All Schemes and FDR Tk. 100/- for premature Encashment

» Accounts transfer charge for STD/CD/SB/Scheme A/C Tk. 200/-

Collection of different types of cheque

The cheque in-charge officer collects different types of cheque, DD, PO, from different account holder. Then the cheque in-charge officer divided the whole cheque in different group which is transferable ,Online, OBC,PO, DD, Clearing cheque after that the officer complete the different procedure.

Complete procedure in different types of remittance

The word remittance means sending money from one place to another place through post or telegraph. Commercial banks expose this facility to its customers by means of

receiving money from one branch of the bank and making an easier arrangement of payment to another branch within the country. Considering this quick transaction, the modes of Bank remittance are categories as under:

Remittance:

The main instruments used by MTBL, Babu-bazar Branch for remittance of funds are:

A. Payment Order Issue/Collection

B. Demand Draft Issue/Collection

C. Inward/ Outward Remittance Services

D. Endorsements

E. Travellers Cheque Issuance

F. IBC/OBC Collection.

Payment Order Issue/Collection:

Payment order is the process of money transfer from payee to payee within a certain clearing area through banking channel. It’s an order of local payment on be half of the Bank or its constitution. A customer can Purchase different modes of payment order such as payee by check and payee order by cash.

The Mutual trust bank limited charge different amount of commission on the basis of payment order amount and including the vet, VAT will be realized from the clients as per government rules with that charge.

If the instrument is lost, the holder will inform to the issuing bank immediately. Bank will mark ‘stop payment’ on the Bills payable (PO) Register. Buyer will then ask for a new instrument by submitting a GD copy, and indemnity bond. A new instrument will be delivered.

The meaning of OBC is Outward Bill for Collection. OBC procedure is uses when any person or party submits the cheque for deposit. Basically those cheques are belonging to the bank located out side of city. Officer gives OBC seal on this type of cheques and later sends a letter to the manager of the branch on which cheque has been drawn. After collection of that bill branch advises the concerned branch in which cheques has been presented to credit the customer account through Inter Branch Credit Advice (IBCA). This is the procedure of OBC mechanism.

OBC Procedure:

When another bank’s Check received from customer for clearing, which bank is located outside of the city that’s moment this branch complete the general procedure & send to that cheque by post to that bank whose bank issue this cheque. When that bank found OBC cheque at first that bank check the amount of account and signature, if everything has right, that bank cut the different charge and made a new check or P.O /D.D for rest of the amount after that return that cheque after –

Entry in the OBC register.

Place the OBC sill in the cheque and deposit slip.

Place “payee’s a/c will be credited on realization for MTBL, Babu Bazar, Dhaka” at the back side of the cheque.

“Special Branch” sill is placed at the top left Corner.

Write an advice and forward this advice to the respective bank for collection.

Then the deposit slip and copy of advice are attached together in OBC file.

IBC

IBC means outward bill for Collection. when the outside of the city’s bank branch or Mutual trust bank ltd. any branch send to the OBC in our branch that’s moment our branch maintain IBC.if the OBC cheque is to be different banks branches cheque,that moment our branch send the DD/PO to that bank by cutting different charge into general procedure, and if the cheques is our banks different branch, that’s moment our branch maintain IBDA voucher and send to the Bangladesh Bank by Principal Branch.

Mutual Trust Bank’s Position in the Competition:

Micro Environment of Mutual Trust Bank:

Porter’s five forces at Mutual Trust Bank

Rivalry among existing competitors

The rivalry among the competitors and the growth in the industry depends upon the intensity of competition. A high amount of competition is observed in the banking sector of Bangladesh. There are more than 50 commercial banks in Bangladesh that fight for there own share of the market. The national banks have the highest banking network in Bangladesh. They compete against the banks with their low cost of operation and government support. Again, Standard Chartered bank is the largest multinational banking network in Bangladesh that has its network in many metropolitans of Bangladesh. There are other international banks that also take part in the competition and are aggressive in nature. This high intensity of competition makes companies difficult to sustain in the long run.

Threat of new entrants

The next force highlights the possibility of new competitors entering the market. Existing firms may try to discourage new competition by aggressive expansion & other types of entry barriers. The banking sector of Bangladesh seriously faces the threat of new entrants. However the threat comes from two directions. The first threat comes with the arrival of the multinational banks and her branch expansion particularly due to the booming energy sector. Secondly, the continuous entry of local banks with lower cost structure also poses a severe threat to this industry.

In the context of Mutual Trust Bank the various new & upcoming Banks pose a significant threat, being new entrants in the banking sector of Bangladesh. But Mutual Trust Bank is aware of these potential competitors and is trying to expand countrywide to make the sector unattractive & to create entry barrier.

Threat of substitute products

This force considers the potential impact of substitutes. New products that satisfy the same customer needs are important sources of competition including alternative products in the definition of product market structure identify substitute forms of competition.

Mutual Trust Bank continuously faces the threat of various substitute products launched by its strong competitors in the market place. For example, the various consumer credit schemes offered by various local banks with lower interest rates and cost also pose a strong threat on the Mutual Trust Bank personal banking products. Again the lower service charge at national banks also discourages a wide group of customers to hold account in Mutual Trust Bank. These are some of the threats posed by substitute products in the market place.

Bargaining power of suppliers

The fourth force is the power of suppliers that may have impact on the producers in an industry. Companies may pursue vertical integration strategies to reduce the bargaining power of suppliers.

In the context of Mutual Trust Bank, suppliers are those customers and organizations that provide financing to the firm via depository schemes. If the cost of financing rises, then Mutual Trust Bank will have to increase the interest rate that it charges to its customer in order to remain in the business. This may result in severe customer dissatisfaction & as a result poor profitability. Mutual Trust Bank is aware of this devastating situation.

Bargaining power of buyers

Finally, buyers may use their purchasing power to influence the producers or service providers. Understanding which organizations have power & influence in the distribution channel provides important insight into the structure of competition.

In the banking sector of Bangladesh, customers have a strong bargaining power since there a large number of commercial banks providing similar services. Customers have a wide range of options in deciding where to bank. They can either go for the Multinationals or turn to new local banks for getting quality service. Others may also consider the national banks for large credit facilities. Therefore banks have to pursue the customers with attractive interest rates and provide them with tailor made customized services in order to attract the customer or hunt depositors.

In the context of Mutual Trust Bank, the firm is more or less free from the scope of the bargaining power of the buyers. Mutual Trust Bank has its own policies to carry out its operations & employees follow those rules to deal with the customers. But too much rigidity of the prevailing policies when to deal with the clients may under cut its client base as well as profitability. To overcome this worst scenario – a positive & personalized approach to the needs of customer – has become Mutual Trust Bank’s motto.

SWOT ANALYSIS:

SWOT analysis is the detailed study of an organization’s exposure and potential in perspective of its strength, weakness, opportunity and threat. This facilitates the organization to make their existing line of performance and also foresee the future to improve their performance in comparison to their competitors. As though this tool, an organization can also study its current position, it can also be considered as an important tool for making changes in the strategic management of the organization.

Strengths

Mutual Trust Bank Limited has already established a favorable reputation in the banking industry of the country. It is one of the leading private sector commercial banks in Bangladesh. The bank has already shown a tremendous growth in the profits and deposits sector.

Mutual Trust Bank has provided its banking service with a top leadership and management position. The top management officials have all worked in reputed banks and their years of banking experience, skill, and expertise will continue to contribute towards further expansion of the bank.

Mutual Trust Bank Limited has already achieved a high growth rate accompanied by an impressive profit growth rate in from 2004-2007. The number of deposits and the loans and advances are also increasing rapidly.

Mutual Trust Bank has an interactive corporate culture. The working environment is very friendly, interactive and informal. And there are no hidden barriers or boundaries while communicate between the superior and the employees. This corporate culture provides as a great motivation factor among the employees.

Mutual Trust Bank has the reputation of being the provider of good quality services to its, potential customers.

Weaknesses

The bank failed to provide a strong quality-recruitment policy in the lower level position. As a result executives have to face some problems. And it has also become a de-motivating factor for the officers.

Some of the job in Mutual Trust Bank has no growth or advancement path. Therefore, lack of motivation exists in persons filling those positions.

In terms of promotional sector, Mutual Trust Bank has to more emphasize on that. They have to follow aggressive marketing campaign. Mutual Trust Bank does not have a specified sales team. The sales of the products are based on the officers’ activity. Like every officer of Panthapath branch has to sale at least three credit cards within December, 2008.

Opportunities

Banking sector is steel a growing sector so there are lots of opportunities waiting for a bank like Mutual Trust Bank. Mutual Trust Bank has already taken one step for getting the opportunity of merchant banking section.

Opportunity in retail banking lies in the fact that the country has increased population is gradually learning to adopt consumer finance. The bulk of our population is middle class. Different types of retail lending products have great appeal to this class. So a wide variety of retail lending products has a very large and easily pregnable market.

Threats

All sustain multinational banks and upcoming foreign, private banks posse’s enormous threats to Mutual Trust Bank Limited. If that happens the intensity of competition will rise further and banks will have to develop strategies to compete againstan on slough of foreign the banks.

The default risks of all terms of loan have to be minimizing in order to sustain in the financial market. Because, default risk leads the organization towards bankrupt. Mutual Trust Bank has to remain vigilant about this problem so that proactive strategies are taken to minimize this problem if not elimination.

The low compensation package of the employees from mid level to lower level position threats the employee motivation. As a result, good quality employees leave the organization and it effects the organization as a whole.

Project Part

Introduction:

The Company was incorporated on September 29, 1999 under the Companies Act 1994 as a public limited company by shares for carrying out all kinds of banking activities with Authorized Capital of Tk. 38,00,000,000 divided into 38,000,000 ordinary shares of Tk.100 each. The Company was also issued Certificate for Commencement of Business on the same day and was granted license on October 05, 1999 by Bangladesh Bank under the Banking Companies Act 1991 and started its banking operation on October 24, 1999.

The bank has increased its branches to 41 at present and a huge number of customers are getting services from them each day. My internship project is about customer satisfaction on general banking of Mutual Trust Bank.

Objectives of the study:

I have chosen a topic to show that the customers of Mutual Trust Bank are satisfied based on the general banking of that bank. By doing this project I will understand the need of the customers from a commercial bank. And it will also help me to understand the customers’ psychology

Significance of the study:

The study will show us the positive sides of the general banking and the demand of this banking system. The bank authority can also find out the further expectations of the customers from the bank. As my study will also cover, the satisfaction level of the customers based on the services provided by the bank, it will be helpful for the employees to know about the specialty or even the lacking in their attitudes towards the customers of the bank.

Expected Findings or Hypotheses:

The customers of Mutual Trust Bank Ltd. are satisfied based on general banking system.

METHODOLOGY

Type of research:

In this study, exploratory research will be undertaken to gain insights and understanding of the overall banking industry and also to determine some of the attributes of service quality in general banking system. After that a more comprehensive conclusive research will be done to fulfill the main purpose of the study.

Target group:

Customers of Mutual Trust Bank Ltd, Bashundhara City Branch,Dhaka

Sources of Information:

Primary data

Primary data will be collected by interviewing employees and manager of Mutual Trust Bank, Bashundhara City branch and directly communication with the customers. A questionnaire survey will be done to minimize interruption of the banking activities. Primary data will be mostly derived from the discussion with the employees & through surveys on customers of the organization. Primary information will be under consideration in the following manner:

ð Face to face conversation with the employees

ð By interviewing customers at MTBL, Bashundhara City Branch

Secondary data

Secondary sources that will be used in the study will include:

Internal Sources

q Bank’s Annual Report

q Group Business Principal manual

q Group Instruction Manual & Business Instruction Manual

q Prior research report

q Any information regarding the Banking sector

External Sources

q Different books and periodicals related to the banking sector

q Newspapers

Study center:

I will only cover the Bashundhara City Branch in my study, as I am not allowed to go out of the office to carry out my research.

Data collecting instruments:

Questionnaire survey:

Sampling method:

I will adopt simple random sampling technique during the survey of this project where customers will be given copies of the questionnaire and will be asked to fill them. My continuous support will always be there with them to fill those questionnaires.

Sample size:

In this part of the research I will survey a total of 40 customers with the help of a structured questionnaire.

Data Analysis Techniques:

The data that obtained from the survey will be analyzed and interpreted by using statistical tools such as

Here the respondents are asked about the cause of the preference of MTBL. Among 40 respondents 26 people voted on quality service which is more than twice who voted on goodwill. Only 2 respondents voted on convenience. If we convert it in the percentage form, we can see that 65% voted on quality service, 30% people voted on goodwill and about 5% people voted on convenience. Here we can see that most of the people said that quality service is the main cause of their cause of preference.

By observing the bar graphs we can conclude that highest number of people voted on quality service provided by the MTBL, which is twice as the number of the vote on goodwill. Moreover, Least number of people voted on convenience.

Willingness of the Employee:

Here the respondents are asked to evaluate the willingness of the employee of MTBL. Among the 40 respondents 23 people are strongly agreed, 8 people are agreed with the statement.6 people are neutral and total of 3 people are disagreed with this statement. If I transform this number of people in percentage form, we can see that 77.5% of people are agreed, 15% are in neutral position and 7.5% of the people are disagreed with this statement. Here the main thing is that most people agreed with this statement.

By observing the bar graphs we can conclude that highest number of people voted on strongly agree on that circumstances which are almost thrice as the number of the vote of agree. Moreover, Least number of people voted on strongly disagree which is as low as 1.

Secured Transaction

Here the respondents are asked to evaluate the security of the transaction. And in that aspect among 40 respondents 19 people voted on strongly agree which is almost equal as the number of the vote on agreed. On the other side, there was no one voted against the security system of the MTBL. Besides, 3 people were neutral on that aspect.

In this bar chart, we can see that almost same number of people voted on strongly agreed and agreed. Least number of people was in neutral position and none against the security system of their transaction.

Adequate Facilities:

In this question, the respondents were asked about the adequate facilities of MTBL. Among 40 respondents, 20 people voted on “Yes” that means they get adequate facilities in MTBL. On the other hand, about 19 people voted on “No” that means they do not get any adequate facilities compare to any other bank. Only 1 person voted on “neutral.” If we convert it in the percentage form, we can see that half of the respondents said “Yes” and about 47.5% people said “no.” Only 2.5% people were “neutral” about this question.

In this pie chart, we can observe that most of the people are in the position that they get adequate facilities in MTBL and almost same number of people does not get any adequate facilities compare to other banks.

Modern Equipment:

Here in this question the respondents were asked about whether MTBL uses the modern equipment or not. Among 40 respondents, 28 people voted on “Yes,” they use modern equipments and on the other hand 12 people voted on “No,” they do not. In the percentage form, we can see that 70% people said that “Yes,” MTBL uses modern equipments to fulfill the customer’s need and only 30% said that “No,” they do not. By observing this result we can say that most of the people are in the positive side that means MTBL uses modern equipments.

By observing this pie chart, we can say that most of the people said that MTBL uses all types of modern equipments to satisfy the customers and less number of people said that no, MTBL does not use the modern equipments to serve the customers.

Banking Environment:

In this question, the respondents were asked about the banking environment of MTBL. Here, among 40 respondents 36 people answered that the banking environment is excellent and 4 people said that it is good. In the percentage form, 90% said that the environment is excellent and 10% said that it is good.

In this pie chart, we can observe that most of the people are in the position that the banking environment is excellent and few people are in the position that the environment is good. From this, we can say that almost all the people are very positive about the banking environment of MTBL.

Speed of the Service

Here the respondents were asked about the speed of the services provided by the MTBL employees. Among 40 respondents, 25 people said that the speed of the services is the quickest and 14 people said that the speed is quick enough and 1 person voted on neutral.

In this pie chart, we can observe that most of the people voted on the quickest speed of the service provided by the MTBL. Then quick speed is slightly less than the quickest speed of the services provided by the MTBL and the least number of people voted from the neutral position. From this we can say that most of the people are very positive about the speed of the services provided by the MTBL.

Customer Satisfaction:

In this question the respondents were asked about the level of satisfaction of the customers. Here we can see that 32 respondents were very delighted and 8 respondents said that they are satisfied. In the percentage form, we can see that 80% of people are very delighted, 20% are satisfied and only 2% of the people are neutral. None of them were unsatisfied.

From this histogram, we can conclude that the highest number of people voted on very delighted about the satisfaction level. Less number of the people voted on satisfactory. None of them voted on unsatisfactory.

Multiple Linear Regression Model

In this part, I will focus on creating a multiple linear regression model in which the credit card sales will be dependent model and the rest will be independent model. I have already shown in the correlation part to determine in what way each of the independent variables affect the dependent variable. In this regression model, I will exactly quantify by much the independent variables will affect the dependent variable.

Interpretation of R square: The model summary shows some important indicators of the explaining power of the model. The R-square value shows how much change in the dependent variable is caused by the independent variables. In this case a r-square value of .390 or 39% means 39% of the change in dependent variable is caused by the independent variables.

Interpretation of Adjusted R-square: On the other hand, the adjusted r-square value shows how much change in the dependent variable is caused by statistically significant variables. So in this case, an adjusted r-square value of .279 or 27.9% means that 27.9% of the change in dependent variable is caused by statistically significant variables. The standard error of the estimate measures the accuracy of the predictions within the regression line, which is around .344

Durbin-Watson Test

According to Wikipedia.com, the Durbin-Watson statistic is a test statistic used to detect the presence of autocorrelation in the residuals from a regression analysis. In statistics, the autocorrelation function (ACF) of a random process describes the correlation between the processes at different points in time. The Durbin Watson value ranges from 0 to 4. A value of 2 indicates there appears to be no autocorrelation. If the Durbin-Watson statistic is substantially less than 2, there is evidence of positive serial correlation. As a rough rule of thumb, if Durbin-Watson is less than 1.0, there may be cause for alarm. Small values of d indicate successive error terms are, on average, close in value to one another, or positively correlated. Large values of d indicate successive error terms are, on average, much different in value to one another, or negatively correlated.

The test statistic of Durbin-Watson model is and hence we see we use error values according to time.

The Durbin-Watson test statistic of my model is 1.667, which means there is a positive serial correlation exit among the variable.

Analysis of Variance (ANOVA)

The ANOVA table shows the total variation, the explained variation and the unexplained variation (residual) due to the error. The explained variation is denoted as SSR and the unexplained variation due to residuals is denoted by SSE. The total variation (SST) is 6.4 and variation explained by regression (SSR) is 2.495 and variation explained by regression error SSE is 3.905. So the explaining power of the regression model is good since SSR is less than SSE. If we divide the SSR with SST, we get the value of r-square which we have already found out to be 39%.

Coefficients (β) of Independent Variables

Interpretation of Unstandardized Beta Coefficients

The Beta (β) coefficients are the estimated coefficients of population variables. Unstandardized coefficients mean that they include the y-intercept in the regression equation, which is often meaningless. Where else, standardized coefficients are used in standardized regression equation which has no y-intercept.

Speed of the service has an unstandardized beta of .260 which means that if other variables are held constant, then for every unit of increase in Speed of the service the customer satisfaction will rise by .260 units.

Banking Environment has an unstandardized beta of .445 which means that if other variables are held constant, then for every unit of increase in Banking Environment the customer satisfaction will rise by .445 units.

Modern Equipment has an unstandardized beta of .290 which means that if other variables are held constant, then for every unit of increase in Modern Equipment the customer satisfaction will rise by .290 units.

Adequate Manpower Facilities has an unstandardized beta of .065 which means that if other variables are held constant, then for every unit of increase in Adequate Manpower Facilities the customer satisfaction will rise by .065 units.

Secured Transaction has an unstandardized beta of .165 which means that if other variables are held constant, then for every unit of increase in Secured Transaction the customer satisfaction will rise by .165 units.

Willingness of the Employee has an unstandardized beta of .070 which means that if other variables are held constant, then for every unit of increase in Willingness of the employee the customer satisfaction will rise by .070 units.

Interpretation of Standardized Beta Coefficients:

Speed of the Service has a standardized beta of .350 which means that if other variables are held constant, then for every unit of increase in Speed of the Service the customer satisfaction will rise by .350 units.

Banking Environment has a standardized beta of .334 which means that if other variables are held constant, then for every unit of increase in Banking environment the customer satisfaction will rise by .334 units.

Modern Equipments has a standardized beta of .333 which means that if other variables are held constant, then for every unit of increase in Modern Equipments the customer satisfaction will rise by .333 units.

Adequate facilities has a standardized beta of .089 which means that if other variables are held constant, then for every unit of increase in Adequate facilities the customer satisfaction will rise by .350 units.

Cross Tabulation analysis between Customer Satisfaction and Willingness of the Employee.

For the cross tabulation analysis we have to consider two categories which are customer satisfaction and Willingness of the employees

Ho= Customer’s satisfaction and Willingness of the employee are Independent

H1= Customer’s satisfaction and Willingness of the employees are dependent.

Decision :

Chi square(2)= 11.196 ; P= .024

All this substantial differences were significant because P value was less than .05.

For the cross tabulation analysis we have to consider two categories which are customer satisfaction and banking environment of MTBL:

Ho= Customer’s satisfaction and banking environment of MTBL are Independent

H1= Customer’s satisfaction and banking environment of MTBL are dependent.

Decision:

Chi square(2)=1.111; P= .292

All this substantial differences were insignificant because P value was greater than .05.

So, we do not reject the Ho hypothesis.

Cross Tabulation analysis between Customer Satisfaction and Speed of the Service of MTBL:

For the cross tabulation analysis we have to consider two categories which are customer satisfaction and speed of the service of MTBL:

Ho= Customer’s satisfaction and speed of the service of MTBL are Independent

H1= Customer’s satisfaction and speed of the service of MTBL are dependent.

Decision:

Chi square(2)=5.643; P= .060

All this substantial differences were insignificant because P value was greater than .05.

So, we do not reject the Ho hypothesis.

Findings

In the frequency table, it shows that most of the clients of Mutual Trust Bank Ltd are from business and service category. The most important reason for choosing Mutual Trust Bank Ltd is its go service quality and for goodwill as well. Almost all the of the respondents are satisfied with the current marketing strategy which is followed by the Mutual Trust Bank Ltd. Though the customers are satisfied, Mutual Trust Bank Ltd needs to be more concentrate while dealing with customer to keep them. Though 57.5% respondents thinks that employees of Mutual Trust Bank Ltd are helpful but still 15% respondents are neutral about it and 7.5% are unsatisfied. So they need to focus more in terms of what customers want. And in both the case of feeing safe while making transaction and understanding statements easily 85% respondents are happy. So it plays a motive role for Mutual Trust Bank Ltd. And almost 80% people are concern about the equipment they use, which gives a good indication in the market place.

In the regression table, it shows that there is significant relation between the satisfactions with Mutual Trust Bank Ltd and its current quality service. So, the null hypothesis should be rejected. As a result, the alternative hypothesis- Customer of Mutual Trust Bank Ltd are satisfied with the general banking services they are offering.

In the cross tabs, there is no relationship between modern equipment and satisfaction with Mutual Trust Bank Ltd. But there is relationship between current strategy of marketing and satisfaction with Mutual Trust Bank Ltd, and improvement need or not in marketing strategies and satisfaction with Mutual Trust Bank Ltd.

At the end it is to be said that Mutual Trust Bank Ltd needs some improvement in its marketing strategies though it is doing well with its current general banking service.

Recommendations:

Based on the above research and analysis we can see that Mutual Trust Bank is a growing bank and the growth of MTBL has increased. Customers like this bank and its products. Though to compete with other banks and to increase the growth rate more the bank has to take some other steps:

New products: Mutual Trust Bank does not have a huge product line. They add more products and services and grab other markets also.

Loan policy: Though the loan system is good in Mutual Trust Bank but loan approval policy it tough. It is difficult to get loans from Mutual Trust Bank.

Use of Marketing Research: The management of Mutual Trust Bank should regularly administer marketing research activities in order to keep a regular track of satisfaction levels. Regular research should also be conducted to find out customer expectations about various service aspects. As customer expectations and satisfaction are not static figures, regular research at sufficient intervals should be conducted.

Complaint Management: Mutual Trust Bank should actively manage the complaints of various customers and encourage customers to give feedback about the services. The management should collect, document complaints, use that information to identify dissatisfied customers, correct individual problems where possible and identify common service failure points. Research showed that this strategy will radically improve the overall customer satisfaction.

Focus on relationship strategies: The bank should focus more on existing customers in order to build strong and loyal relationship with them as most satisfied customers recommends the bank to friends and relatives. Thus the power of relationship will foster positive Word of Mouth Communication and will attract new customers at a lower cost.

Launching ATM cards and ATM booths: ATM card is not an extra service in the present time but a requirement for any bank. Mutual Trust Bank has lacking in this sector.They have ATM booths jointly with DBBL.But they should have their own STM booths. Though I have not included this question in my questionnaire but while talking with customers and also with employees of Mutual Trust Bank I have understood that ATM cards and booths are their demand.

Conclusion:

Mutual Trust Bank Limited (MTBL) is one of the best banks in respect of service, profitability and strength among the private commercial banks; in our country and also to play a catalyst role in the formation of capital market. Mutual Trust Bank Ltd bears a unique history of its own. The bank has set up a new standard in financing in the Industrial, Trade and Foreign Exchange Business. Its various deposit and credit products have also attracted the clients both corporate and individuals who feel comfort in doing business with the bank.

Mutual Trust Bank Limited (MTBL) is now been called a modern bank that undertakes all its operations at an international standard. Over the years, MTBL has built itself as one of the pillars of Bangladesh’s financial sector and is playing a pivotal role in extending the role of the private sector of the economy. The customers of MTBL are satisfied with the general banking system which they provide.